IT Service Management Specialist

This is a fully remote position, open to applicants in Alabama, +15 more states.

📋 Description

• Oversee the daily administration and configuration of Jira Service Management.

• Enhance and maintain workflows, request types, queues, automations, approvals, and notifications.

• Ensure that ticket routing and assignment logic reduces the need for manual triage.

• Uphold platform standards, configuration governance, and documentation practices.

• Provide support for Jira Agile Scrum and Kanban boards, as well as integrations with Jira Software/Jira Service Management.

• Take charge of the operational execution of Incident, Change, and Problem Management.

• Establish priority models, escalation paths, and resolution standards.

• Assist in the execution of Change Management, including preparation and coordination of CAB meetings.

• Facilitate problem identification, root cause analysis, and trend reporting.

• Design, configure, and maintain Service Level Agreement (SLA) policies.

• Monitor compliance with SLAs and service performance metrics.

• Generate operational and leadership dashboards and reports.

• Maintain service and configuration item structures within JSM and the CMDB.

• Ensure accurate linkages among incidents, changes, requests, services, and assets.

• Lead the discovery and documentation of current-state ITSM processes.

• Define future-state workflows and improvement roadmaps.

• Prioritize and maintain an ITSM improvement backlog.

• Support user acceptance testing for configuration changes.

• Develop and provide role-based training sessions.

• Keep ITSM process documentation and runbooks up to date.

• Serve as the primary ITSM contact for IT and business stakeholders.

• Translate operational requirements into necessary platform and process modifications.

• Collaborate with leadership to align ITSM capabilities with organizational objectives.

• Perform additional duties as assigned.

⛳️ Requirements

• Proven experience in IT Service Management or IT Operations.

• Practical experience in administering Jira Service Management.

• Familiarity with ITIL practices, particularly in Incident, Change, and Problem Management.

• Excellent documentation, communication, and process improvement abilities.

• Experience supporting Jira Agile workflows.

• Capability to engage both technical and non-technical stakeholders.

• Ability to collaborate across teams and influence process adoption without direct authority.

• Strong skills in facilitation, training, and stakeholder management.

• Problem-solving, conflict resolution, and organizational follow-through skills.

• Customer-centric mindset that balances service quality with operational efficiency.

• A Bachelor's Degree in Information Technology, Information Systems, or Computer Science is preferred, or equivalent practical experience in ITSM, JIRA, or IT Operations.

• Over 5 years of IT Service Management experience, including at least 3 years of hands-on experience with Jira/Jira Service Management.

• ITIL Foundations 4 or higher certification is required.

• Atlassian ITSM with Jira Service Management Foundations certification is required.

🏝️ Benefits

• Concierge services.

• Employee lounge.

• Wellness programs.

• Free covered parking.

• Free on-site and virtual health clinics.

• Compensation and recognition programs.